Product Specialist

The Product Specialist will focus on collaboration, continuous improvement, and communication within the Department of Technology. This role provides technical support and customer service for the Paragon-powered System, ensuring member satisfaction and system reliability. Key areas of focus are delivering product service and information to key stakeholders and maintaining efficient processes for issue resolution under the guidance of the Director of Technology and with support from the Sr. Product Specialist.

Your success will be defined by your ability in the following:

• Troubleshooting, Testing, and Quality Assurance:
• Assist with daily troubleshooting and resolving escalated issues related to Paragon, ShowingTime, CloudCMA, and other related tools.
• Work with the Senior Product Specialist and Paragon System Support Manager (SSM) on solving system-related issues or solutions on a weekly basis.
• Coordinate Paragon release and regression testing information with the Senior Product Specialist.
• Share release notes, participate in testing releases with the MLS Help Desk Department, and maintain test cases for regression testing.
• Verify bugs and issues and initiate internal quality assurance testing process under the guidance of the Senior Product Specialist.
• Report and verify solutions with the Paragon and/or UAT Group.
• Provide emergency support for major issues or outages.
• Member Support and Ticket Management:
• Manage escalated tickets and coordinate with product vendors.
• Ensure timely member follow-up on unresolved issues, updates, feedback, or resolutions.
• Ensure efficient handling of Main Problem tickets (and all related) to track user issues, and determine scope and impact in order to allocate appropriate resources.
• Collaborate with the Senior Product Specialist to create and maintain service-level agreements to ensure member satisfaction and timely resolution.
• Information Gathering and Documentation:
• Collect detailed information from members experiencing issues to aid in accurate issue diagnosis and contribute to the Knowledge Base platform.
• Document workflows, operating systems, browser settings, and other configurations.
• Review and quantify annual member surveys on client's system tools.
• Collaboration and Communication:
• Host weekly update meetings and maintain daily touch points, as needed, for the client's Help Desk Department in collaboration with the Senior Product Specialist.
• Assist the client's Help Desk and the Senior Product Specialist to provide updates and solutions to members, anticipate member concerns, and gather feedback.
• Create Macros for the client's Help Desk to efficiently address common ticket issues.
• Follow up with members once issues are resolved to ensure satisfaction with service and further understanding of the program.
• Prepare for and participate in weekly conference calls to discuss ongoing issues and progress reports for Paragon SSM calls.
• Develop and maintain communication and escalation protocols to ensure consistent communication with vendors.
• Attend staff and department-specific meetings and training sessions.

Your strengths include:

• A bachelor’s degree (or equivalent) in Business Administration, Computer Science, Information Technology or related field is required.
• Proven experience (2+ years) working with complex systems utilized by a member base or similar audience. Preferred systems include Paragon, Matrix (Core Logic), and ShowingTime; but similar applications would also be beneficial.
• Minimum 2 years experience working in a customer service role dealing with escalation of technical issues and user-interface services.
• Previous experience and proficiency with Customer Relationship Management software (Microsoft Dynamics CRM) or a ticketing system (Zendesk) would be an asset.
• Proficiency in Microsoft Office Suite and Snag-it, with the ability to produce professional business writing.
• Previous experience working in a Non-Profit or Association setting is an asset.
• Knowledge of the Real Estate industry and its dynamics in Alberta is a plus.
  
  

If you are interested in this role and meet the above criteria, please submit your resume, in Word format, directly to Shannon Bondad at [email protected] or to Igor Uzun at [email protected]

Recruitment Partners Inc. is an Alberta-based, Alberta-focused recruitment firm. We are dedicated to building long-term relationships while securing top talent for Alberta’s best employers. At the heart of our efforts is a collaborative, consultative approach. We are proud of our team of consultants, who come with practical business experience, and a strong network of professional contacts, and are focused on what is best for both clients and candidates. We will facilitate the best fit between the client and the candidate. This means reduced turnover, enhanced employee engagement, increased productivity, and customer satisfaction, and more.

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